Next Gen CX for Financial Services

July 17 - 19, 2017

Renaissance Boston Waterfront Hotel, Boston, MA


Day Three: Planning for Your Customer’s Future Needs

July 19th 2017

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8:00 AM Continental Breakfast In The Solutions Zone

9:00 AM Welcome Remarks

Elizabeth Robillard, Event Director, CXFS

Elizabeth Robillard
Event Director
As an Event Director at Worldwide Business Research, Elizabeth oversees the organization of four business conferences per year. Conference organization includes conducting extensive phone research with 60+ industry experts per event, using call notes to compile a three day conference program that encapsulates top research takeaways, confirming a ro ...[Read More]

9:10 AM Chairperson’s Opening Address

If you are interested in chairing this day, please reach out to Evan Speight at or 646-200-7828

9:20 AM KEYNOTE: But, We Promise We’re Cutting Edge! Attracting Brilliant UX/CX Talent to the Financial Services Industry

Margot Dear, Senior Director, User Experience, Added Value Services, ADP, LLC.

Finance isn’t exactly a sexy industry. So when looking for the cream of the crop UX or CX talent, who might be partial to the unencumbered industry sector that is retail, financial services needs to try hard to attract these people with things like innovation labs and cx councils, that help newcomers to understand your commitment to customer experience and innovation. This session will discuss:

•    Putting together an ideal candidate profile based on your customer experience goals and brand story
•    How to appeal to top UX and CX talent who are used to working within a more open environment
•    Competing against other financial services companies to get this talent once they’ve decided to move into to FS
•    Coming up with innovation labs or other unique selling points to attract the brilliant talent
Margot Dear
Senior Director, User Experience, Added Value Services

9:45 AM CASE STUDY REMIX: Keep it Up! Maintaining Momentum for Your CX Projects

Fanette Singer, Senior Vice President of Marketing, Country Financial

Its one thing to do a few cx projects every couple of months, like mapping the customer journey or doing company wide cx training. It’s quite another thing to put a long lasting cx strategy in place that completes projects often and has a continued focus on revisiting projects that have already been done to see if they are still effective. Keeping up your momentum is the key to success when it comes to making cx the center of your company, rather than just a buzzword. Join this session to hear more about:

•    Once you’ve put CX strategies into place, or completed a CX project, how do you enforce it’s continued effectiveness?
•    How do you avoid becoming simply a company cheerleader?
•    Does this involve starting with c-suite approval, or can a grassroots CX organization keep momentum going?
Fanette Singer
Senior Vice President of Marketing
Country Financial

10:15 AM OPEN FORUM: Show Me The Money: Equating Customer Experience Metrics with Business Goals

Metrics and data driven experiences are a given, but we also have to make sure that we are able to pay our shareholders and manage their expectations given the investments we might be making in customer experience. Join this interactive Q&A format with your peers to hear more about how to be keeping cx a priority while also making money!

•    Having a full grasp on the CX metrics you are currently measuring
•    Link your metrics to their value in your own role
•    Understanding the business goals of the c-suite and what they expect to see from your CX investments
•    Evaluate methodologies as to how you can tie your metrics and their worth to the bottom line

10:45 AM Morning Refreshment & Networking Break In The Solutions Zone

11:15 AM ‘LIVE WITH…’ Setting Yourself Up for Success- Creating A Culture of Innovation

Lisha Davis, Client Executive, Flagship Services, Vanguard Group

Given the rather traditional nature of your average financial institution, the concept of creating a cx centric culture, rather than an operations focused culture can be daunting on its own Add to that a focus  on how to be constantly innovating and looking for new opportunities to surprise your customer

•    Learn to decipher what is innovative and what is simply shiny and new
•    Understand what innovative strategies need to be shared with your customers
•    Create a culture of innovation that strives to constantly surprise the customer
•    Understand what content your customers need on their person at all times
Lisha Davis
Client Executive, Flagship Services
Vanguard Group

11:35 AM Innovation Spotlight

Rapid fire presentation surrounding a cutting edge CX technology

If you are interested in leading this session, please contact Evan Speight at or 646-200-7828

11:45 AM Panel: #CXWINS- Listening and Responding to Your Customers on Social Media

With platforms like twitter, facebook and yelp in the hands of your customer, they have every opportunity to share their experiences, both good and bad, with your customer service department and THE WHOLE WORLD. When customers are happy with an experience, it can be really great press and advocacy for your business. But when customers are angry, a couple of bad tweets or a facebook post could potentially sway a future customer from opening an account with you. How do you work with angry customers who’ve had a negative experience while advocating for happy customers to shout from the rooftops about their good experiences? • Knowing what your customers are saying and where they are saying it • Identifying what social channels have the most impact on your brand and make the most sense for you to monitor • Going from aggregating customer feedback to engaging in conversations with them • Meeting your customers everywhere they are 24/7

12:25 PM Event Wrap Up: What Will You Take Back to the Office with You?

With three days filled with sessions, how can you ensure that you walk away with a few “golden nuggets” to take back to your organization? This session will help synthesize some of the key take-aways and provide you with a customer experience toolkit to implement upon your return to the office.

1:00 PM Lunch

2:00 PM End of CXFS 2017… thanks for joining us!

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